Business Profile

Hotels

Choice Hotels International

Headquarters

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Important information

Customer Complaint:
According to information provided by Choice Hotels International, the hotels in its group are individually owned and operated. Choice Hotels International attempts to act as a mediator between the client and the hotel, but resolution responsibility rests with the individual hotels and their owners/managers. Compensation issued by Choice Hotels International in such cases is a goodwill adjustment, and is not intended as a resolution of the original dispute.

Complaints

Name: Choice Hotels International
Address: 1 Choice Hotels Cir Ste 400, Rockville, MD, 20850-5172, USA
Telephone: (800) 300-8800

This profile includes complaints for Choice Hotels International's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

287 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/4 late at night I used their online program to book a hotel three states away for a last minute trip to check in the following day (check in 8/5 check out 8/6) however when I got the confirmation email it was for check in the night of 8/4. Upon calling to try and rectify the situation they said there was absolutely nothing that could be done about their commuter error, leaving me my wife and toddler stranded in Louisiana with no place to stay. tried choice for the first time and never use this again.
Business Response
Date: 08/23/2023
Dear *****,

We understand where the frustration lies in this situation. We regret to hear you went through that experience.

My team and I want to look into this, so please send us the hotel address.

In addition, please note the phone number you sent us is not the one on file, so please send us alternative ones to proceed. Also, please include your complete mailing address. We appreciate your cooperation.

*****
Social Media Team
***************************************************************: ************
CC: ********
*Share your experience on social media by tagging us @ChoiceHotels*
Customer Answer
Date: 08/24/2023
Since making this complaint the business has contacted me and was able to refund me for the incident and allow me to get another hotel for the evening. Although it was a long process I appreciate the business solving the problem and not leaving be stranded in Louisiana.
Initial Complaint
Date:08/04/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at two Choice Hotels and as part of a Choice Rewards promotion earned a $50 ****** gift certificate. On June 30th I had to call to get the certificate and was told that 8000 points would be deducted from my account and the card would be physically mailed to me. To date the card has not been received. I called their customer service center and was given a USPS tracking number, however it was an invalid number, I called customer service again and was told it was a valid number and to call the post office, not them. The tracking number provided was ********. My rewards account number is *******. They are very unprofessional dumping it on me to check on with invalid information. It is their program, it is their job to look into this and make it right. I honestly feel this is fraudulent and am considering filing a complaint as well with our state AG.
Customer Answer
Date: 08/23/2023
Hello: I did finally receive the gift card last week, nearly 2 months after my stay. It wasn't postmarked and no explanation letter was included, just the card so this is effectively resolved, however, I am not happy with the responses I was given to my original inquiries by Choice Hotels.
Business Response
Date: 08/23/2023
Dear *****,

We understand the importance of receiving the gift card and taking advantage of our promotions. We are saddened to hear that you did not receive the promotional gift card in the mail. Kindly note that, due to the inconvenience and as a one-time courtesy, we have returned the 8,000 points to the account for future use. Note that Choice Hotels is not responsible for missing or stolen gift cards. To see the points, you can access the account online at www.choicehotels or Mobile.

We appreciate your patience and understanding in this matter. We hope you have a wonderful day.

Regards,
********
Social Media Team
***************************************************************: ************
CID: ********
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 13, 2023 I called to Choice Hotels Rewards to receive a $50 giftcard for staying two nights. As of today July 31, 2023 I have never received the **** giftcard. I believe Choice Hotels Rewards is using false advertising. All I want is my $50 **** giftcard.
Customer Answer
Date: 08/18/2023
As of today August 16' 2023 I have not received the $50 **** gift card in the mail which I gave up my rewards points on June 13,2023.
Business Response
Date: 08/19/2023
Dear ******,

Your concern is reasonable, as redemptions hold undeniable value for our members. So, upon review, our records show that the $50 **** Rewards Gift Card you redeemed on 06/13/23 was successfully delivered to *******************, Kingsport, TN, *************. In this instance, we kindly encourage you to contact your local post office for more details. I hope this helps. If you have more questions, let us know.
***
Choice Hotels International
CID ********
Customer Answer
Date: 08/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I have never received the gift card in the mail.
What was the date of delivery to my home address?

Regards,

***************************
Business Response
Date: 08/29/2023
Dear ******,

We appreciate your honest feedback. Kindly know the system only shows the redemption date, which was 06/13/23. The gift card was sent through USPS; therefore, we don't have exact details about the delivery date. Nonetheless, your preference and satisfaction are important to us; for that reason, we've deposited 16,000 Choice Privileges points so you can redeem another gift card or keep the points in your account for a free night. Your new balance is 25,050. The promotional gift card was at a discounted rate of 8,000 points; however, we deposited the full amount required. It is important to mention that Choice Hotels is not responsible for lost or stolen gift cards. We appreciate this opportunity to try to assist you with your case.

Choice Hotels International
CID ********
Initial Complaint
Date:07/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 13, I made a reservation with Choice Hotels. I inquired about whether I had enough points for a free night. I was informed that they would sell me points to stay at the Comfort Suites, **** *** ***** ****, Alexandria, La They said I could cancel the reservation by June 18 and receive my refund of $51.30. I cancelled the reservation on June 14, but they refuse to refund my money. I have called several times without satisfaction. The number I have called is ************.
Business Response
Date: 08/17/2023
Hello, *********

It sincerely saddens us the inconvenience this misunderstanding has caused, as we comprehend money is always a pressing matter. After a thorough review of the information and the procedures followed by our agent, we have concluded that our agent followed the established procedures correctly since our representative mentioned the points purchase is a non-refundable transaction; however, you could cancel the reservation any time before June 18th any time before 4:00 PM local hotel time and receive your points back. Rest assured that we've recorded this data to prevent this issue from happening again.

In addition, we discovered a second possible account under your name, and we'd like to ensure it belongs to you, so we kindly ask you to share all possible email addresses through this channel, or you may contact us via social media to merge this account.

********
Choice Hotels International
CID: ********
Initial Complaint
Date:07/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at the ************* ********Hotel from 7/25/22-6/10/23 and only received 24,000 rewards points for it. Towards the beginning of my stay, I talked to the front desk clerk and she ensured me I would receive all my rewards points for the 11 months when I check out. I even specified that I was concerned because this length of stay would be a LOT of points. When I noticed I didn't get it I called and they said they couldn't help because due to their new policy they don't give points for extended stay. I was not notified about this policy when I inquired about it. I should have received 550,000 points according to what I was told. I've called their corporate number multiple times and every time they admit their mistake but say they can't fix it and they tried offering me 7,000 points for me to say my claim is resolved. I need my 550,000 missing rewards points added to my account
Business Response
Date: 08/17/2023
Hello, ********.

We certainly understand this situation has been frustrating for you since you have stayed 320 nights at our property, and the outcome expected was different. Kindly note this policy is public on our website, stating members earn 10 points per $1 spent before taxes for the first six days, and for extended stays of 7 nights or more, you will earn 5 points. Also, earning rewards at Extended Stay is capped at 30 nights, and no points are earned for nights 31+. Therefore, we encourage you to visit **************************************************************************************************************************** and select "Earning points" - "Earning points at extended-stay brands" to learn more about our rewards program. Nevertheless, we'll bring your comments to the attention of the appropriate parties at Choice Hotels to prevent this issue from happening again since our valued guests should receive accurate information about our program.

On the other hand, since the 7,000 points offered by our representatives were not reasonable, we credited 16,000 points to the account as a gesture of goodwill since your loyalty is appreciated. We also updated your address to ********************************************************************, for you to have this information updated. Choice Hotels sincerely regrets any inconvenience it has caused.

********
Choice Hotels International
CID: ********
Customer Answer
Date: 08/23/2023
I do not accept the 16,000 points when I should have received 550,000. It doesn't matter what the website says about the policy. A choice hotel employee gave me incorrect information and said I would be earning points for the whole 11 months stay. I shouldn't have to second guess what YOUR employee tells me and go behind their back to read the policy on the website to make sure they're not giving me incorrect info. If an employee of a company tells me the policy incorrectly, how am I supposed to know that it might not be the right info??? If I would have been given the correct info to begin with, I would have stayed in another hotel from the beginning. One that actually gives their loyal customers points for the full stay and doesn't cap it at 30 days..... this is absolutely unacceptable!!

Complaint: ********

I am rejecting this response because:

Regards,

******** ****
Initial Complaint
Date:07/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Choice Privilege customer for several years, and very well acquainted with EVERY aspect, benefit and rule of this program. I selected this program and credit card because I am also a licensed travel agent w/ excellent credit and the valued points translate to hotel stays that would otherwise need to be paid out of pocket. I DELIBERATELY avoid other instruments (cards & hotel programs) because until March 2023, I could trust that my spending would be tracked properly, and appropriate points credited to my Choice Privilege account. Unfortunately the merger (from ******** Bank to ***** *****) not only retroactively CEASED my point earning altogether, but the staff at ***** ***** (EXECUTIVE OFFICES) are entirely unwilling to assist me in the process of providing the PROVISIONAL CREDIT OF OVER 62,000 MISSING POINTS...and the staff at CHOICE HOTELS continue to direct me right back to ***** ***** for help that NOBODY IS WILLING TO GIVE! These missing points need to immediately be credited back to my account, as the spending alone has equaled over $30,000 and the program CLEARLY states that terms of the former program (Barclays) will be honored (ie: 5x, 3x and double points for specific items/merchants. MY ANNIVERSARY POINTS ARE ALL MISSING, as well. I have patiently waited for this problem to resolve itself, as two CS staff at ***** ***** attest that they "hear many customers complaining about big problems from the merger, with upset customers". My husband is disabled and we need to travel next month (August) and need these points FINALLY credited to our account. There are many egregious issues with the unresolved withholding of my Choice points and I cannot continue wasting time calling, explaining and pleading for A PRODUCT/PROGRAM THAT I JOINED IN GOOD FAITH. PLEASE CREDIT MY 62,000 POINTS ALONG WITH THE PENDING POINTS FROM THIS MONTH (JULY) !!!!!
Business Response
Date: 08/17/2023
Dear *******,

It's hard to imagine your dissatisfaction, as we recognize how valuable the points are for our members, especially the ones associated with our Choice Privileges Credit Card. So, we sincerely regret the frustrations this has caused so far.

Upon reviewing your account, I noticed point-rewarding activity associated with the Credit Card for March, April, June, July, and August. You can check this information on your statements by logging into your online profile at www.choicehotels.com.

However, we would like to have more details about these missing points. Are these 62,000 points related just to the purchases you have made? Or do they have to do with ***** *****'s offer? My team will be waiting for your response.

***
Choice Hotels International
CID ********
Customer Answer
Date: 09/04/2023
RE: COMPLAINT ID # ********
This VALID complaint has NOTHING to do with any "***** ***** offer" but was instead the result of negligence on behalf of Choice Privileges AND ***** ***** **********. I just returned from a trip to find that my case has erroneously been closed WITHOUT resolve, and STILL MISSING nearly 58,000 points (again, nothing at all to do with any WF promotion, but rather the breach of contract between me, the consumer, and the Choice Privileges program). Please contact me at *** *** **** to discuss this unresolved matter!!!
NOTHING HAS BEEN RESOLVED, I AM STILL OWED THOUSANDS OF POINTS AND I AM NOT EVEN KNOWN ANY LONGER TO BE LINKED WITH THE ***** ***** CHOICE ********** WHEN I CALL CUSTOMER SERVICE. The few credited points in the recent past are approximately 1/10th of points due and "guesswork" in an effort to silence me about this matter. If this case isn't reopened and properly addressed (ie: crediting me my long overdue points) I will begin report the fraud to both local and national consumer advocacy forums. PLEASE DO THE RIGHT THING!!!!
******* ****
*** *** ****

Business Response
Date: 09/08/2023
Dear *******,

Thank you for reaching back. My team and I understand the importance of receiving a resolution to your concerns and recognize how some clarification about the points will be helpful. Please send us the best time to call you. We'll wait for your response.

***
Choice Hotels International
CID ********
Business Response
Date: 09/12/2023
Dear *******,

We understand your frustration with the missing points since we know the importance of getting all your rewards in your Choice Privileges account. Please know that we are willing to assist and get this matter resolved as soon as possible. We kindly ask you to send us a copy of your last ******** statement or one of them before the transition to ***** ***** to access those details and carefully review your point history to see what happened to your points. Besides that, please keep the interaction through this channel to avoid confusion and get to a proper resolution. We appreciate your understanding and hope to hear from you soon.

*****
Choice Hotels International
CID ********
Customer Answer
Date: 09/26/2023
Here are two of the final statements before the ******** conversion. Please note that some purchases commanded 2, 3, 4 and even 5 x the bonus (depending on merchant type/promo) and this spending type was heavily encouraged. Additionally, my annual anniversary points were altogether omitted (8k points for first year of membership). Evidently whomever "looked into" my VALID complaint just send a few thousand RANDOM points to my account in an effort to silence me - which caused me to miss a well planned trip, and then use a competitors property/hotel stay for three of my last business trips. To date, I am owed a copious amount of rewards points, yet my continued calls in to your company all end with "I'm sorry madam, we don't have your account in our file". I am also owed for my valuable (wasted) time. As a travel agent, this is NOT a good look for your brand. I need to protect my clients, as well, from such deceptive business practices and will steer them clear of any Choice properties until this matter is finally SATISFACTORILY remedied.
Business Response
Date: 10/03/2023
Hi *******,

Thank you for reaching out to us. Please know that it was not our intention to add more stress to this situation. On behalf of Choice Hotels, we apologize for this matter. Kindly note that this issue has been escalated on your behalf. Please allow 7-10 business days for a resolution. We appreciate your patience and understanding.

***
Choice Hotels International
CID ********
Customer Answer
Date: 10/11/2023
As requested, I am EAGERLY awaiting the resolution here (ie: my thousands of points added to my account) from the Choice Rewards Program, AND THE MATTER REMAINS ENTIRELY UNRESOLVED! I was recently asked not to correspond with anyone else as they prepare to resolve my issue. PLEASE CREDIT MY POINTS so that I do not have to escalate the EGREGIOUS issue to other regulating authorities! WHAT HAPPENED? This has likewise cost me a valuable travel opportunity, of which I will gladly quantify - yet more consequences for our family. PLZ NOTE THAT THIS CASE HAS *NOT* BEEN SATISFACTORILY RESOLVED.
Business Response
Date: 11/20/2023
Dear *******,

My team appreciates you for patiently waiting for updates about the points associated with the Choice Privileges Credit Card. We recognize this situation has been frustrating for you and have taken the liberty to check all your records. So, after carefully reviewing, I see you received the 8,000-anniversary points on 01/05/23. Then, following your statement until 04/04/23, the system applied 339 Choice Hotels Bonus points and 9,559 points for all purchases on 04/05/23. Finally, it seems there was a mistake in the awards you earned between April and May; that's why the respective correction of 7,890 points happened on 08/16/23. However, since your time, loyalty, and preference mean a lot, we have added 20,000 points to your Choice Privileges account. Your new balance is 74,746 points. Thank you for your feedback.

***
Choice Hotels International
CID ********
Initial Complaint
Date:07/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am displaced due to Hurricain IAN and am required to have detailed reciepts on my expenses. My hotel stays were a combination of points and cash. I had to buy points in order to afford the rooms in my area, The hotels only give reciepts with $0.00 spent and yet that is NOT the case.' I have asked SEVERAL times and waited many weeks to get a detail on my expenses with Choice only to be tossed around and told by "management" that I would get the details I need for ****. THis is a serious matter and I have spent several thousands of $s on this hotel brand. I dont understand why it is so difficult to get a record of expenses paid to this hotel and why it is so difficult to assist when I need it to satisfiy the **** requirements.
Business Response
Date: 08/17/2023
Dear ******,

Thank you for contacting us with your concern. We understand the importance of getting the receipts showing the amount spent for your Points Plus Cash reservations. We sincerely regret your request was not handled appropriately in the previous interactions. Please know we've immediately sent the request for the receipts to be emailed to ******************* Please allow 3-5 business days to receive this information. We sincerely appreciate your patience in the meantime.

*****
Choice Hotels International
CID: ********
Customer Answer
Date: 08/30/2023
I have NOT recieved anything from them. I am not satisfied as I need that information for ****.

******************
Business Response
Date: 09/04/2023
Hello, ******.

Your dissatisfaction with this case is understandable. We recognize how important it is for you to have control over the money spent in the last few months. We have followed up on your request to receive more details and updates. However, we are still working on your inquiry since you requested the estimated total spent in the last nine months. Therefore, we kindly ask you to allow us an additional 3-5 business days to address your concerns. In the meantime, aiming to make amends, we have deposited 16,000 points into your account as compensation. You can use them towards free nights, gift cards, and more, with free nights ranging from 8,000 to 35,000 points depending on location and arrival date. We are grateful for your understanding and patience, and we hope to resolve this matter as soon as possible.

********
Choice Hotels International
CID ********
Customer Answer
Date: 09/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I only have to option to reject or accept. I am hopeful that I will get the receipts from Sept 2022 to current.
Thank you for the points but I need receipts to get reimburst.

Regards,

****** *********
Business Response
Date: 11/20/2023
Hello ******,

We regret our delay in responding to your request. My team has followed up to ensure we have addressed all your concerns. Upon reviewing our records, we found that we had sent the receipts you requested to your email on September 7th, 2023, as we promised in our last response. Therefore, we sincerely hope you received them, and if you have further questions or concerns, please do not hesitate to contact us through any Choice Hotels social media page or via email at ****@choicehotels. Thank you for your continuous support and patronage of Choice Hotels.

********
Choice Hotels International
********
Customer Answer
Date: 11/27/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I did NOT get the all of the receipts needed by ****. Nor did the few receipts I did receive have any type of confirmation that they were from Choice Hotel as that is a Federal Requirement. **** rejected what was sent as invalid. This has been the issue all along. I only get partial of what I need.

Regards,

****** *********

Business Response
Date: 12/05/2023
Dear, ******

Thank you for reaching back. My team and I regret to hear about your dissatisfaction with this matter. Kindly note that Choice Hotels is compromised to provide excellent customer service for all members, and your case won't be the exception. For this reason, we have reviewed your stay history, and as per your records, we found and sent the following dates and requested the receipts for each of these stays.

02/19/23
02/20/23
02/22/23
02/24/23
02/25/23
02/26/23
03/02/23
03/03/23
03/04/23
03/05/23
04/24/23
05/19/23
09/27/23

If there is one stay that we might be missing, please include the confirmation number and arrival date to follow up accrodingly. We kindly ask you to allow us between 3-5 business days for a resolution. We appreciate your time and patience.

***
Choice Hotels International
********
Initial Complaint
Date:07/20/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked an award stay with ******** Hotels Americas on June 20, 2023 for a hotel stay with a check-in date of July 28, 2023. I attempted to cancel the reservation which should entitle me to a full refund of all the hotel points as I am cancelling before the cancellation deadline. When attempting to cancel online a prompt came up telling me to call customer service. I called and they are staying that because ******** is in the process of integrating into Choice Hotels they cannot help me cancel. I am simple seeking to cancel my reservation and receive a refund of my award points as were the terms of my hotel reservation booking.
Business Response
Date: 08/17/2023
Dear *****,

Your dissatisfaction regarding this cancelation issue is understandable, as it involves your hard-earned points. Upon reviewing your account, we noticed your reservation for July 28th was canceled, and the rewards went to your Choice Privileges account, and we also provided additional points as a courtesy. Therefore, we encourage you to verify this information by accessing your online profile through our website, www.choicehotels.com, or mobile app. If you have further questions, please reach out to us.

Nehemiah
Choice Hotels International
CID: ********
Customer Answer
Date: 08/25/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:07/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made two reservations with Choice Hotels for hotels in Denmark. The first one was the Comfort Hotel in Kastrup, DK, check-in June 7, 2023, and check-out June 8, 2023, Confirmation #********, which I paid $280.38. The second one was the Comfort Hotel Vesterbro in **************, check-in June 18, 2023, and check-out June 22, 2023, Confirmation #********, which I paid $1,204.54. I have been a Choice Privilege member since 2006 and I am currently a Diamond member which gets 15 points for every $1 spent. My Choice Privilege number is MXB25243. Both times I made these reservations they said I was eligible for points. I also called when I got to Denmark and they told me I was eligible for points. After making several calls when I got back to Customer Service they said they don't give points in Denmark and only gave me 8,000 points for the "inconvenience". I was supposed to get 22,260 points. This complaint is requesting that I get the additional 14,260 points that I am entitled to and was assured when I made the reservations.
Business Response
Date: 08/17/2023
Dear *******,

My team can understand your concern and dissatisfaction, as points are always significant for our valued guests, mainly because they represent money. So, it's sincerely disappointing all the frustrations this situation has caused you.

Allow us to mention that you can earn Choice Privileges points for any point-eligible stay at any participating Cambria® Hotel, Clarion®, Clarion Point®, Comfort Inn®, Comfort Suites®, Econo Lodge®, Everhome®, MainStay Suites®, Quality®, Rodeway Inn®, Sleep Inn®, Suburban Extended Stay Hotel®, and Ascend Hotel Collection® location, in the U.S., Canada, Europe (excluding Denmark, Estonia, Finland, Iceland, Latvia, Lithuania, Norway and Sweden), the Middle East, Mexico, Brazil, Ecuador, Colombia, Guyana, Central America, the Caribbean, and Asia-Pacific region including China, Japan, Thailand, Malaysia, and India. Based on this, the stays completed in Denmark properties are not point-eligible. You can check this information in our Rules and Regulations at ****************************************************************************************************************************************;

However, as a gesture of Goodwill and a one-time exception, I've added the 14,260 points to your account. For future reference, please consider all non-eligible locations to avoid inconveniences. Rest assured that we have noted this situation in our permanent records and shared this information with the appropriate parties for further review. Regards.

***
Choice Hotels International
CID ********
Customer Answer
Date: 08/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************************
Initial Complaint
Date:07/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 14, 2023, I made a reservation for one night (May 20, 2023) for one room via the Choice Hotels website for the Comfort Suites Hotel in Salina, KS (owned by Choice Hotels). The cost of this reservation was $112.88. Unbeknownst to me, my mom had also made a room reservation for me. When we realized we had two bookings for the same room, my mom called Comfort Suites, spoke to the night clerk who was on staff on May 16, 2023, and asked to cancel one of the rooms. That staff member cancelled MY reservation (prepaid, no refund policy) instead of my mom's reservation (free cancellation). Note that my mom asked specifically if the cancelled room would be refunded, and the clerk said it would be refunded in full. All this happened without my knowledge nor consent. I didn't know my mom would call the hotel, and I did not ask her nor the hotel to cancel my reservation. This happened without my involvement whatsoever. I called the hotel to try to reinstate my booking but was told by the hotel general manager ************************* that I need to go through corporate. I called the Choice Hotels customer service and their representative *** said I would receive a refund for my reservation that was cancelled without my consent. *** gave me the reference number ********* and case ID number ********. I asked ******* to give me something in writing which she did eventually. Note I did stay at Comfort Suites on May 20 as planned on a different reservation and therefore the same room has been paid for twice. However, the hotel wants corporate to issue the refund, and corporate wants the hotel to do it. I am shrugged off or ignored by everyone involved. Each party blames the other and won't take responsibility, and I am caught in the middle. I have gone back and forth via emails and phone calls with corporate customer service, and each time they tell me something different. They have not followed through with any attempts to start the process for the refund.
Business Response
Date: 08/30/2023
Dear *********,

All that happened and what you went through with this reservation leave us disappointed. Understandably, you wanted to cancel the reservation your mother made, as you had already prepaid a room. So, we sincerely regret the confusion with the cancellation and the frustration caused when trying to get assistance.

Upon review, we uploaded a refund for $97.77 (the amount before taxes) on 07/14/23 and hope you received it. Rest assured that we have noted this situation in our and the hotel's permanent records. My team will also share this information with the appropriate parties for further review and forward it to the hotel's management team for improvement. Thank you for your feedback; your comments are valuable to us. If you have questions, let us know.

Choice Hotels International
CID ********

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